Subject Matter Expert - IT Helpdesk

Key Deliverables

• Provide expert-level technical assistance to resolve complex IT issues and escalations.

• Mentor and train support team members; create training content and documentation.

• Manage and maintain up-to-date knowledge base, SOPs, and technical guides.

• Analyze ticket data to identify trends and drive process improvements.

Role Responsibilities

• Guide team through daily IT operations and ensure SLA adherence.

• Collaborate cross-functionally to resolve user issues and implement solutions.

• Monitor compliance with support procedures and lead periodic audits.

• Support continuous learning and tech adoption through coaching and hands-on assistance.